About us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. Our commitment to diversity, equity and inclusion  We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. In this role youll:  <ul> <li> Become an expert on ft.com features, capabilities and content, print and bundle products </li> <li> Respond to and resolve customer queries through phone, chat, email and social media quickly and effectively </li> <li> Escalate repeat and critical issues to the Customer Care management team or the appropriate internal channel </li> <li> Increase customer satisfaction and build loyalty by providing amazing, personal customer support and drive our CSAT program to advocate for the customer and improve the FT’s products and services through incorporating user feedback </li> <li> Drive retention and growth among our most valuable customers by understanding their business and personal needs and educating them on how the FT products support them </li> <li> Engage FT subscribers at all levels of seniority from a broad range of industries and sectors informing them of new products and services, helping readers maximise the benefits of their subscription, encouraging sign-up conversions and improved renewal rates by matching interests and requirements to FT products’ content, tools and features  </li> <li> Handle and process campaign leads including but not limited to subscription renewal, payment failure, payment reminder and customer win-back  </li> <li> Process subscription queries and orders made via subscription websites, fax, and email </li> <li> Maintain good working relationships with distributors and subs-agents and ensure that the new orders and renewals are followed up appropriately </li> <li> Provide clear information and/or instructions to internal clients and agencies regarding their job requests and queries </li> <li> Monitor, manage and distribute cases in the Hub queue to the appropriate queues of the resolving teams </li> <li> Deliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritised </li> <li> Provide assistance on long and short term projects from marketing and finance teams other ad hoc back-office projects providing regular updates on progress made </li> <li> Work in partnership with the Global Customer Care and FT Professional team to deliver print and bundle requirements, fulfil Print and digital licences and account migration whenever possible. </li> </ul> What youll need: <div> <ul> <li> Language Skills - You have excellent spoken and written English and native Japanese and can engage and persuade using multiple channels: phone, chat and email. </li> <li> Technical Skills - You have a strong understanding and working knowledge of the internet and can work using different CRM and professional tools like Salesforce, the Gmail suite, and MS Office. </li> <li> Detail Orientation - You have a high level of accuracy and attention to detail.   </li> <li> Experience - You previously worked or are interested in developing a career in a customer-facing role. </li> <li> Cultural Alignment - You know both the Asian/Japanese culture and the FT global culture, recognising key differences and understanding how to navigate the two effectively to drive action to address the needs of the customers. </li> <li> Open Communication - You can convey thoughts clearly, listening attentively and asking questions for clarification and understanding. </li> <li> Collaboration and Teamwork - You can work with others to deliver results and contribute to the team’s performance, prioritising group needs over individual needs, and trying new ideas. </li> <li> Commitment to Results - You consistently achieve or exceed the desired result, demonstrating high performance, and challenging self and others to deliver. </li> <li> Customer Focus - You demonstrate a desire to help customers meet their needs proactively. </li> <li> Perseverance - You don’t give up easily and pursue everything with energy and drive. </li> <li> Problem Solving - You have an organised and logical approach to finding solutions to complex problems and look beyond the obvious to understand the root causes. </li> <li> Self-Development - You are personally committed to and actively works to continuously improve. </li> <li> Initiative - You don’t wait to be told what to do, can self-manage and meet regular deadlines, and know when to escalate issues to the Customer Care management and other teams. </li> </ul> Who you are: <ul> <li>Ambitious and Tenacious. You aim to be the best, are determined to succeed, and you are motivated by the success of our customers, colleagues and the community.</li> </ul> </div> <div> <ul> <li>Curious. You are always learning and seeking ways to make things better and open to testing new ideas.</li> </ul> </div> <div> <ul> <li>Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity and are not afraid to get your hands dirty when needed.</li> </ul> </div> <div> <ul> <li>Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.</li> </ul> </div> <div> <ul> <li>Receptive to feedback. You are open to both giving and embracing constructive criticisms and treat feedback as a gift.</li> </ul> </div> <div> What’s in it for you? Our benefits Our benefits vary by location, we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available <a href="https://aboutus.ft.com/careers/benefits">here.</a> We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible. Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email <a href="https://mail.google.com/mail/?view=cm&amp;fs=1&amp;tf=1&amp;to=talent@ft.com">talent@ft.com</a> and a member of our team will be happy to help. Further information At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact <a href="mailto:talent@ft.com">talent@ft.com</a>.        #LI-KF1 </div> <div> </div>

Financial Times

Customer Care Associate

Financial Times

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